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Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Managers in Motion Unchaining Store Managers from the Back Office to Drive Better Experiences A JDA Webinar August 15, 2013 #WFMWebinar

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Despite the rise of e-commerce, The Store still represents the centerpiece of the customer experience, and plays a critical role converting shoppers to buyers and building loyalty. As such, every minute the store manager spends in the back office is a minute not spent ensuring that the store is functioning at maximum effectiveness. Unchaining store managers from back office duties free them up to accomplish the ever-growing list of store activities that determine the quality of the customer experience. This presentation discusses the new expectations of today's store and how new Workforce Management technology can help: Streamline and mobilize time consuming managerial tasks. Improve store execution and productivity. Align staff scheduling to sales and service demands. Efficiently and profitably facilitate "buy online", "pickup in store" orders.

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Page 1: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Managers in Motion Unchaining Store Managers from the Back Office to Drive Better Experiences

A JDA Webinar

August 15, 2013

#WFMWebinar

Page 2: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

1 2 3 4 5 The Store Still

Matters Expectations &

Experiences

Barriers to

Success Overcoming

the Barriers

How JDA

Can Help

Dave Bruno Product Marketing Director, WFM

@DaveTheWaveSD

#WFMWebinar

Page 3: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

1 The Store Still Matters

#WFMWebinar

Page 4: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Despite Digital Influence, Most

Still Prefer to Buy In-Store

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Furniture

Grocery

Apparel

Health & Beauty

Electronics

Books, Music, Video

Research and Buy in Store

Research Online, Buy in Store

Research and Buy Online

Research in Store, Buy Online

9 of 11 product categories surveyed the majority of

consumers prefer to use stores for purchasing

50%

#WFMWebinar

Page 5: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Still the Place Where Most Shopping

Journeys Cross the Finish Line

90% of all non-grocery retail revenue

in the US and UK was transacted

inside a store

In 2012…

Source: Forrester

85% By 2015?

of all non-grocery retail

revenue in the US and UK will

still be transacted in a store

Source: Forrester

#WFMWebinar

Page 6: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

The Store: Once Again the Centerpiece of the Cross-Channel Journey

2012

Source: Cisco Internet Business Solutions Group (IBSG)

2011

57% Research Online Buy in Store 65%

24% 29% Research on Mobile Buy in Store

38% 40% Research in Store Buy Online

#WFMWebinar

Page 7: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

2 Expectations & Experiences #WFMWebinar

Page 8: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

The Information Age Has Come To the Retail Store

53% Compared to 2011…

Are more demanding of visibility

into pricing information

(including comparative)

46% Are more demanding of

information about promotions

and coupons

40% Are more demanding of access

to all forms of decision-making

information

Source: Cisco Internet Business Solutions Group (IBSG)

#WFMWebinar

Page 9: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Most Retailers Have Not Kept Pace

61% of retail managers believe shoppers

are better connected to product

information than store associates Source: Motorola 2012 Holiday Shopping Survey

( ) 51% that’s up from

in 2010

#WFMWebinar

Page 10: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Source: Motorola 2012 Holiday Shopping Survey

Shoppers (Across Generations) Tend to Agree

32% 38% 46%

#WFMWebinar

Page 11: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Fulfillment (In)Flexibility Leaves Shoppers…Unfulfilled

91% of consumers would take

advantage of buy online, pickup

in store options if offered Source: IBM

46% of US retailers offer

the service as an option

Source: IBM

Only…

#WFMWebinar

Page 12: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

click & collect outlets in France

1 of German grocery shoppers

choose drive-through over in-store 2

of all UK online orders are click & collect

3

Lessons to Be Learned From Across the Pond?

700 23% 10% 1-LSA Research 2-Aldata 3-IMRG

#WFMWebinar

Page 13: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

In General, Store Shopper Satisfaction is Slipping

15% Source: IPG Media Labs

Store shopper satisfaction is declining

per year

#WFMWebinar

Page 14: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Shoppers Express Their Displeasure with Their Wallets

72% of holiday 2012 shopping related

walkouts resulted in lost sales

Overstating the Obvious?

Source: 2012 Motorola Holiday Shopping Survey

#WFMWebinar

Page 15: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Shoppers Express Their Displeasure with Their Wallets

$156 per abandonment

Source: 2012 Motorola Holiday Shopping Survey

However… they took with them

#WFMWebinar

Page 16: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Shoppers, Retailers Agree: Winning Experiences Win

49% Source: Accenture 2013

of consumers believe the best thing retailers

can do to improve the shopping experience is

to better integrate in-store, online & mobile

75% Source: Motorola 2012

of US retailers believe that a more engaging

in-store experience will be critical to their

business in the next 5 years

#WFMWebinar

Page 17: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

3 Barriers to Success

#WFMWebinar

Page 18: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Performance Doesn’t Match Importance

Importance vs. Performance of Physical Stores

Grocery Mass Merchant Specialty

92% 92% 97%

78% 78%

85%

How Important

Are stores?

How Are Stores

Performing?

Sourc

e:

Supply

Chain

Insig

hts

2013

14% 14% 12%

#WFMWebinar

Page 19: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Workloads Keep Expanding…

71% Source: Integrated Solutions for Retail

of store managers indicate that the

amount of work their stores need to

do has increased in the past year

#WFMWebinar

Page 20: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

…While Store Payrolls Keep Shrinking

72% Source: Integrated Solutions for Retail

of store managers indicate that their

labor budget has stayed the same

or decreased in the past year

#WFMWebinar

Page 21: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

$0

$200

$400

$600

$800

$1,000

$1,200

2000-2004 2005 2006 2007 2008 2009 2010 2011 2012

Productivity Has Proven Problematic

e-Commerce

Grocery

Mass Merchant

Specialty

Revenue per Employee

#WFMWebinar

Source: Supply Chain Insights 2013

Page 22: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Strategic Shortcomings

Source: SD Retail Consulting

of US retailers are planning to unveil

a pilot in-store pickup program by

YE 2013 24% Only…

#WFMWebinar

Page 23: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Strategic Shortcomings

Source: SD Retail Consulting

of US and UK retailers have not invested

sufficiently in training their store staff on how

to handle multi-channel customers in-store 80% A Whopping

• Showrooming

• Competitive price matching

• In-store pick-up requests

• Addressing knowledge

shoppers gained online

#WFMWebinar

Page 24: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Source: SD Retail Consulting

of retailers indicate that field management is

providing the leadership necessary to drive

improved productivity through their physical stores

in the new multi-channel environment

25% Fewer than

Lack of Leadership is Part of the Problem

#WFMWebinar

Page 25: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

No Shortage of Strategic Challenges

Source: RSR Research 2012

Need to meet consumer demands

for better customer service 58% Need to improve top line

via better store experiences 58% Need to improve store execution

of corporate strategy 47% Need better accountability for store

readiness and customer service 38%

#WFMWebinar

Page 26: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Impediments to Excellent Experiences

44% 33% Managers spend too much

time in the back office

Employees spend too much

time on non-selling tasks 41% 47% Employees pulled in too

many different directions 33% 53% Unable to respond quickly

to events on sales floor 30% 33% Source: RSR Research 2012

Winners Laggards

#WFMWebinar

Page 27: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

A Constant Concern

Source: 2013 AT Kearney

34% of their time interacting

with customers

And only…

39% Store managers spend

of their time on administrative & merchandising compliance tasks

#WFMWebinar

Page 28: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

37% of retailers indicate that store managers

lack information they need on the sales floor and they spend too

much time in the back room

Actionable Information Not Available Where Needed

Source: RSR Research 2012

Root Cause?

#WFMWebinar

Page 29: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Three Keys to Overcoming the Challenges 4

#WFMWebinar

Page 30: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Smarter Schedules: A Smart Place to Start 1

#WFMWebinar

Page 31: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Big Data: Big WFM Opportunity

Machine learning & artificial intelligence combine to leverage data to greatly improve utilization and allocation science

#WFMWebinar

Page 32: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Big Data: Big WFM Opportunity

Resulting in schedules that require much less local management intervention

#WFMWebinar

Page 33: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Smarter Schedules Promise Payback

50% of retailer winners identify

“software that schedules the right mix of labor” as a Top 5 technology with potential to

deliver value in the store Source: RSR Research 2012

#WFMWebinar

Page 34: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Scheduling Value Clearly Calculates

Un

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Best in Class Schedulers

Laggards

7.1%

16.0%

8.1%

-1.1% -1.1%

10.5%

14.3%

4.1%

Source: Aberdeen Group 2012

2x

8x

10x

3x

#WFMWebinar

Page 35: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Those Who Tackle Tasks Triumph

The merchandise is in the store, it just can’t make the jump from the shelf in the back to the one in front. There’s not the people to do it.

“ ” --Store Worker

2 #WFMWebinar

Page 36: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Leaders Manage More Tasks, More Effectively

26% more likely to have task

management tools

Best-in-Class Retailers are

Source: Aberdeen Group 2012

30% And their managers are…

more likely to have task management dashboards available to them

#WFMWebinar

Page 37: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

A Good Game Plan Helps Gain Ground

44% of retailers identify improving store

operations workflow as key to improved in-store experiences

Source: Aberdeen Group 2012

#WFMWebinar

Page 38: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Task Management Best Practices

Centralized Communication

5 4 3 2 1

Task Prioritization & Workload Balancing

Easy Access to Task Status w/Systematic Issue Escalation

Executive Dashboards

Integrated Mobility

#WFMWebinar

Page 39: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Mobilize…Everything 3 #WFMWebinar

Page 40: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Retailers Weigh Mobility’s Impact

4.16 Customer Service

3.73 Task Management

3.56 Endless Aisle Selling

3.16 Self-Service Scheduling

Functions Mobility Can Impact?

Source: JDA, “Workforce in Motion” 2013

#WFMWebinar

Page 41: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Self-Service Shifts Drive Engagement

14% Employee self-service

scheduling apps delivered via mobile increase employee

engagement

Source: Aberdeen Group 2012

#WFMWebinar

Page 42: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Shift Bidding Buys Manager Time

30% Real-time, two-way, multi-channel communication with employees via SMS, e-Mail or IVR yields a

Source: JDA 2013

increase in short-notice shifts being filled

45 Streamlined communications also

dramatically reduces scheduling times and other expenses, including

Source: JDA 2013

saved per shift needing to be filled on short notice

minutes

#WFMWebinar

Page 43: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Mobile WFM Keeps Managers in Motion

3Retail organizations that

use mobile WFM tools

improve manager productivity

Source: Aberdeen Research

more than those not using mobility for WFM

#WFMWebinar

Page 44: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Summary and Conclusions #WFMWebinar

Page 45: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

5 How JDA Can Help #WFMWebinar

Page 46: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Customers 35 Countries 250

1.2M Employees 100,000 locations

TASK

MANAGEMENT SCHEDULING TIME &

ATTENDANCE

LABOR

MANAGEMENT

Industry-leading Retail

WFM capabilities…

available in the Cloud

#WFMWebinar

Page 47: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

JDA Schedule Optimization

Employee Preferences - Availability

- Hours per day/week

- Vacation and Time Off

- Skills & Certifications

Task Management - Non-Service Labor Needs

- Planograms, Resets, etc..

- Permission and Priority

- Due Dates

Labor Demand - Customer Service

- Minimum Requirements

- Restaurant Characteristics

Budgets - Labor Hour Budgets

- Dollar Budgets

- Lowest Cost Schedule

Rules & Regulations - Meal and Break Rules

- State regulations

- Business Rules

1

#WFMWebinar

Page 48: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Smarter Scheduling at Work

Pharmacy Retailer 6,000 Employees 250 Stores

Improvement matching schedules to demand increased store manager time on floor by 50%

#WFMWebinar

Page 49: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Smarter Scheduling at Work

88% reduction in

overtime spend

170 basis point improvement in labor as percent of sales

17 point Net Promoter

score increase

#WFMWebinar

Page 50: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

JDA Task Management 2

#WFMWebinar

Page 51: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Task Management at Work

Grocery Retailer 135,000 Employees 1,000 Stores

Integrated Task Management with Scheduling to streamline truck to shelf and improve customer experience in highly promotional business

#WFMWebinar

Page 52: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Task Management at Work

6.7% reduction in

hours invested

29% reduction in

premium labor

8-12% improved manager coverage

during key weekend days

#WFMWebinar

Page 53: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Mobile Shift Connect

Mobile Employee Connect

Mobile Manager Connect JDA Task

JDA Mobility for Workforce Management

----- EMPLOYEE ENGAGEMENT ----- ----- EXECUTION & CUSTOMER SERVICE -----

------ EMPLOYEE SCHEDULING ------

3

#WFMWebinar

Page 54: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Mobility at Work

Sports Complex 5,000 Employees

Implemented Mobile Shift Connect to end over-staffing by >10% to account for absenteeism and their inability to staff on short notice

#WFMWebinar

Page 55: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Mobility at Work

22% reduction in time spent on

pre-event scheduling

40% reduction in over staffing

5 ( instead of two hours )

short notice shifts are staffed in

minutes

#WFMWebinar

Page 56: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Learn More…

Recruiting, Retaining and Engaging the New Face of the Retail Workforce

Webinar On Demand

http://www.retailtouchpoints.com/workforce-in-motion

http://slidesha.re/1eEtw2J

News, Insights, and Perspectives from Around the Industry

Workforce 20/20

http://www.scoop.it/t/workforce-2020

Brochures, White Papers, Case Studies, Videos and more…

JDA.com

http://www.jda.com/solutions/wfm-workforce-management/#overview

#WFMWebinar

Page 57: Managers in Motion: Unchain Store Managers from the Back Office to Better Manage the New All-Channel Customer Experience

Thank You

Questions?